Guest Service Officer - Reservations

Description

The Guest Service Officer – Reservations is responsible for handling reservation inquiries and providing exceptional customer service to guests. The role requires a strong understanding of hotel operations and the ability to manage guest bookings effectively.

Responsibilities and Duties

* Reservation Management: * Handle incoming reservation inquiries via phone, email, or in person. * Accurately process and confirm guest reservations, ensuring all details are correctly entered into the reservation system. * Manage group bookings and special requests, coordinating with relevant departments. * Customer Service: * Provide guests with information on room availability, rates, and hotel services. * Address and resolve guest inquiries, concerns, and special requests in a professional and timely manner. * Ensure guest satisfaction by delivering exceptional service throughout the reservation process. * Administrative Support: * Maintain an organized filing and record-keeping system for reservation logs, guest history, and related correspondence. * Process booking amendments, cancellations, and updates to guest information. * Collaboration and Communication: * Coordinate with Front Desk, Housekeeping, and other departments to ensure smooth guest arrivals and special requirements are met. * Work closely with the Sales and Marketing teams to stay updated on promotions and packages. * Upselling and Revenue Generation: * Promote hotel services and amenities to guests, maximizing sales opportunities where appropriate. * Support efforts to optimize room occupancy and revenue through effective communication and upselling. * Compliance and Quality: * Ensure all reservations are made in accordance with hotel policies and procedures. * Adhere to data privacy and confidentiality standards in handling guest information.

Qualifications and Requirements

* Minimum G.C.E. "O" level qualification. * Preference will be given to candidates with a Diploma or Degree in Hospitality, Tourism Management, or a related field. * At least 6 months of experience in hotel operations. * Strong customer relations, communication, and interpersonal skills.

Working Condition

Working hours

5 days / 44 hours